Alternative Products & Refunds Policy

At Sugar Rush Emporium, we take immense pride in providing our customers with a wide range of high-quality sweets and treats. However, due to high demand or unforeseen circumstances, there may be instances where a product is temporarily out of stock or does not meet our strict quality standards. In such cases, we have policies in place to ensure your satisfaction and provide a seamless shopping experience.

What Happens When a Product Is Out of Stock?

If an item you have ordered is unavailable, we will take the following steps:

1. Notification: You will be notified promptly via email or phone about the unavailability of the product.
2. Alternative Options: Where possible, we will recommend alternative products that closely match the original item’s flavor, type, or price. You can choose to:
   • Accept the suggested replacement.
   • Decline the replacement and proceed with a refund.
3. Partial Fulfillment: If only some items in your order are out of stock, we will ship the available items and inform you about the options for the unavailable ones.

Products Not Meeting Our Standards

At Sugar Rush Emporium, quality is our top priority. If a product does not meet our strict quality checks:

1. Removal from Stock: The item will be immediately removed from sale until it meets our quality standards.
2. Customer Notification: If you have already ordered the item, we will inform you and offer suitable alternatives or a refund.

Refund Policy

In the event that a product is unavailable or does not meet our standards, we offer:

• Full Refunds: A full refund will be processed for the unavailable product if no alternative is suitable. Refunds are typically processed within 5-7 business days.
• Store Credit: As an alternative to a refund, you may opt for store credit, which can be used on your next purchase.
• Discount Vouchers: We will promptly issue a discount voucher for the same value or provide a refund to your original payment card.

How to Request a Refund or Replacement

If you need to request a refund or accept an alternative product, follow these steps:

1. Contact Us: Reach out to our customer service team at help@sugarrushemporium.co.uk
2. Provide Order Details: Share your order number and details of the product in question.
3. Choose Your Option: Let us know whether you prefer a refund, discount voucher, or an alternative product.

Our Commitment to You

At Sugar Rush Emporium, we value your trust and satisfaction. We are committed to resolving any issues quickly and efficiently. Our team works diligently to minimize stock shortages and ensure that every product you receive meets our high standards.

Thank you for choosing Sugar Rush Emporium for your sweet treats. We appreciate your understanding and continued support!